3 Retos empresariales típicos en VentasEscasa adopción por el personal de ventasEscasa productividad (tiempo limitado en venta real)Información poco fiable del clientes potenciales y clientesColaboración limitada con otros gruposAdoptionAdoption by sale reps. been a problem over the years (look at Siebel’s failed implementations)Sales people traditionally don’t like inputting dataOften feel CRM systems are of limited valueProductivity is key (related to above point) to increase adoptionExecution and CollaborationFaster and more efficient sales processes are critical to increasing revenueNed to get rid of paper based processesBetter qualification reduces wasted cyclesUnreliable InformationKey issues are data accuracy and insight into the business (pipeline, forecasting)Traditionally been a problem and can have grave consequencesNeed to have tools that minimize duplications and ensure data accuracyNeed to have dashboards and other intuitive info. geared for management that keeps them abreast of key KPIs real-timeProductivityAt the end of the day sales people need to sellBiggest value of CRM is reducing time spent on daily tasksAnd giving the sales person more time to close deals

7 Solución de ventas de Microsoft Dynamics CRMCapacidades de ventasFuncionalidad completaFlujo de trabajo de ventasDiseñado paraUsuariosDirectoresEjecutivosTotal customer management is an regular operational process, and if it is as critical to your company strategy as I think it is, refining and tweaking your CRM should be done about as often you review your financials or sales funnel. The five steps above basically describe a typical implementation process. You align your organization and get everyone on the same page from a strategic and directional perspective. Then you look at every customer touchpoint you have across your organization, and you define how those touchpoints will work together to create the overall customer experience. Next, you find a CRM solution that is adaptable and flexible enough to support everything you’ve defined. Once this solution is implemented, you also go through the process of refining and adapting – both processes and technology – to get where you need to be. Now, here’s the kicker. Most companies stop after step 5. They don’t allocate people and dollars to total customer management on an annual basis. They forget that businesses, markets and customers change. The fact of the matter is, great companies – the ones whose customers love them – follow this process on a regular basis. They take responsibility for total customer management by partnering with a CRM vendor, rather than by relying on one. I’m here today to talk to you about why Consona is the ideal partner for your total customer management initiative.

17 Principales ventajas para ventasVP de ventasAlcance los objetivos de satisfacción de los clientesImpulse nuevas oportunidades de ingresosConsiga visibilidad y visión general real del negocioGestione los KPIs de ventasAumente la moral y capacitación del equipoObligue a realizar un proceso de ventas coherenteDirector de ventasIn the Contact Center, the key business leaders are:VP of Customer Service (or Chief Customer Officer in some cases)’Contact Center ManagerAgents and SupervisorsVP-level (BDM) employees care about the strategic business impact that CRM can bring them. They care about market share gained, stock price increase, contact center as strategic tool, revenue earned, expense items reduced. Because MS is a recognized strategic vendor to these firms, their risk is reduced. Also, we can provide them a world-class platform to build their contact center that provides them flexibility, cost savings and ability to scale the business.Contact Center Managers care about operational issues like adhering to budget, meeting KPIs, keeping employees employed and not leaving the business, ramping up new agents, etc… These will most likely be your hardest constituency to sell because they want everything to be ready to go. Consider appealing to them from the top down (i.e. use VP to coach you) and from the bottom up (i.e. using Agents/Supervisors that work with them).Agents and Supervisors care mostly about the User Experience. Usually, they will like MS CRM and become advocates. Their voice is listened to because they have to use it everyday. Leverage them in the process of making a sale.VendedorMejore la productividad del personalConsiga una vista global de las necesidades de los clientesRealice un seguimiento perfecto de las interacciones y comunicaciones de los clientes

18 Principales ventajas para TIJefe de TIConsiga un tiempo de evaluación rápidoConsiga un bajo coste total de propiedad (TCO)Optimice unos estándares y arquitectura de TI coherentesEquipo de TIAdáptese a la compañía según sus evoluciones y cambiosIntegre fácilmente los datos y las aplicaciones existentesAmplíe la eficacia de Dynamics CRMCIOs care about driving down their costs, providing agility to the business and generally keeping to consistent architecture. CIOs are in the business of risk mitigation and providing service. If MS is a standard in their business, building their contact center with MS CRM is a great opportunity.IT Project team can win by providing the users with ability to meet the exact specifications that users provide.Business Analysts will often report to the business-side of the house but be more IT-oriented. Focus on workflow and reporting. The key to winning them over is to focus on the fact that they can design workflows & business processes in Titan easily and effectively. Secondarily, with Titan, the business analyst can use canned reports, build sophisticated customer reports or even use advanced analytics to measure the business performance.Adáptese a los cambios en los requisitos empresarialesRealice el seguimiento de los KPIs claves y flujos de trabajo entre equiposMejore la relevancia gracias a la personalización Señalar y clicAnalista del negocio

21 Clientes en acción Raymond James Best Buy For Business CH2MHillGestión de salud3.300 usuariosUsa Microsoft Dynamics CRM para venta consultivaLes ayuda a centrase en crear relaciones sólidas con asesores financierosDistribuidor de tecnología225 usuariosUsa Microsoft Dynamics CRM para potenciar las ventas de consultores B2BLes ayuda a centrarse en mejorar la productividad de los vendedoresServicios de ingeniería2.500 usuariosUsa Microsoft Dynamics CRM como sistema de CRM en toda la empresaLes ayuda a centrarse en la integración de sistemas de servidores y CRM complejosRaymond JamesOne of the leading wealth management companyUsing MS CRM to build stronger relationship with financial advisorsSee CRM as an way to differentiate amongst companies offering similar services (i.e. hard to differentiate on products)Very much focused on 1:1 relationshipsSales process is not cookie-cutter, consultative sellingBest BuyB2B side of BestBuy, work with consultants who service SOHO/Small BizInternal retail system not flexible enough to work for B2B sideAimed at giving sales force more data, info. about customersImproving productivity (MS Office integration)Fast implementation was keyBenefits include expanded service portfolio ability to support complex sales cycleCH2MSelected Dynamics over Siebel and SalesForce.comUsed across sales, marketing and service but focus is on SFAView MS CRM as enterprise-class productUnifying and integrating disparate back-end systems was keyMuch lower TCO than other solutions in marketRaymond JamesOne of the leading wealth management companyUsing MS CRM to build stronger relationship with financial advisorsSee CRM as an way to differentiate amongst companies offering similar services (i.e. hard to differentiate on products)Very much focused on 1:1 relationshipsSales process is not cookie-cutter, consultative sellingBest BuyB2B side of BestBuy, work with consultants who service SOHO/Small BizInternal retail system not flexible enough to work for B2B sideAimed at giving sales force more data, info. about customersImproving productivity (MS Office integration)Fast implementation was keyBenefits include expanded service portfolio ability to support complex sales cycleCH2MSelected Dynamics over Siebel and SalesForce.comUsed across sales, marketing and service but focus is on SFAView MS CRM as enterprise-class productUnifying and integrating disparate back-end systems was keyMuch lower TCO than other solutions in market

26 Porqué Microsoft Dynamics CRMMicrosoft Dynamics CRM ofrece:Una incomparable experiencia de usuario para los profesionales de ventasPosibilidad de elegir un acceso de usuario y un método de entregaIntegración sencilla con datos y sistema heredadosProcesos de ventas coherentes y controlados por flujos de trabajoGama completa de capacidades de inteligencia de ventas desde consultas básica a análisis predictivos#1Intuitive navigation means less training and greater adoptionMany sales reps. already use Outlook as their main business applicationEasier for people to pick up and leverage existing tools they already know#2Only native Outlook client in the market means better adoptionBrowser client ideal for when in hotels, home-officeStrong support for mobile devices means remote time becomes productive timeWith Yona Server coming out in 1H 2008, mobile story will be even be stronger#3May not be sexy but integration is key to success of many CRM implementationsMainframe, proprietary, packaged apps. you name it there is a need to integrateMortgage Company example (integrate to system for FICO score)Ability to easily import data key since customer data often in multiple systems#4As mentioned earlier, Workflow is keyMakes data more actionable and meaningfulAllows company to extend reach of CRMAutomates processes which lower costs (i.e. qualification process)#5Have right level of analytics capabilities for each user level (staff, manager, executive)Report Wizard and out-of-box reports are strong BI templates for sales reps.Don’t have to wait for IT to produce/run reports

29 Microsoft Dynamics CRM para Ventas : Productividad personal mejoradaObjetivo: Ofrecer una amplia funcionalidad de productividad que permita a los vendedores trabajar de forma más eficazreduzca el tiempo dedicado a la entrada de datos y tareas diarias rutinariaselimine datos de cuentas y contactos erróneos o duplicadosuse las últimas mejoras de Office para impulsar la eficacia de las ventasPrincipales capacidades en Microsoft Dynamics CRM 4.0Entrada de datos con corrección automática de cuentas, oportunidades, etc...Mejoras de productividad personal de Office y OutlookDetección de duplicados por lotes y en tiempo realFuncionalidad de combinación de correspondencia mejoradaVisibilidad y gestión de actividades de 360ºScenario OverviewAccording to Gartner Research, sales people spend only 45% of their time selling. The other 55% is spent on daily tasks and travelWhat every salesperson wants is more time for selling.And the easiest way for sales people to have more time for selling is to increase the productivity in their daily tasks and reduce manual data input.And as noted earlier, the reason CRM has traditionally had low adoption rates is because it lacks tools that made the daily life of the sales rep. easier and more productive.Titan LinkOnce again, we listened to partners and customers and tried to address key areas that will improve the productivity of the sale rep and give them more time to sell.DetailsIn Titan, we included some great new features that will save the sales rep. time. Things like Auto-Correct will lead to major time savings since it will automatically match the contact or account name to the closest text the sales person types in.A multitude of Outlook enhancements (Most commonly used ribbon, ability to synch all activities from MS CRM to Outlook and the ability to populate company field from master account) will save the sales user a lot of time especially since Outlook is often the key business application used by sales reps.Data duplication will ensure the sales rep. is spending time on the right accounts and contacts and also arm him/her with the right customer information. No more embarrassing interactions of calling the wrong person or company which is invaluable.

30 Principales capacidades en Microsoft Dynamics CRM 4.0Microsoft Dynamics CRM para Ventas : Gestión de respuestas de ventas coordinadaObjetivo: Sencilla gestión del proceso de cada fase en respuesta a RFPs y otras solicitudes de ventasDefinir y gestionar tareas específicas y pérdidas de respuestasCoordinar colaboraciones de varios gruposOptimizar recursos para maximizar la productividadGarantizar la calidad de cada respuesta proporcionadaPrincipales capacidades en Microsoft Dynamics CRM 4.0Flujo de trabajo entre equipos internos y externosFuncionalidad de combinación de correspondencia mejoradaVisibilidad y gestión de actividades de 360ºScenario Overview:The RFP process is one of the most important and often vexing parts of any sale (especially B2B).And while many people many think of an RFP as just a matter of filling out a big document with many questions, it is much more than that.In fact the RFP often becomes the sales process as defined by the prospect.And it is critical that companies are able to effectively manage the process, optimize resources and showa coordinated effort to the prospect.At the same time, because it is so resource intensive it is critical that the company has clean processes which dictates which RFPS they will chase and which ones they won’t.Titan LinkIs it just me or did you also notice the use of the word “process” quite a bit.That is because a coordinated and structured process can lead to a more streamlined RFP process. And that is where Windows Workflow Manager and other Titan feature enhancements come into play.Details:What if you could use the new workflow features to automatically score RFPs requests based on pre-defined criteria so that you could take the guessing out of whether it is worth it for the company to chase. Of course you could also have a manual override but think about the efficiencies gained but not having to have s, phone calls and meetings about each request that comes in.And once the company agrees to chase the RFP wouldn’t it be nice if everyone has visibility into the process and was aware who owned what, how action items were progressing and in general were aligned. Additionally, the Activity Manager would enable all involved to check on the level of activity for that opportunity/prospect.

31 Microsoft Dynamics CRM para Ventas: Venta en equipo globalObjetivo: Habilitar la gestión de oportunidades basada en equipos en o entre zonasCoordinar de forma eficaz contratos más complejosEjecutar procesos coherentes entre equipos y rolesCoordinar y realizar el seguimiento de las comunicaciones entre equiposPrincipales capacidades en Microsoft Dynamics CRM 4.0Soporte para varios idiomas, divisas y zonas horariasIntegración de presencia para comunicación en tiempo realVisibilidad y gestión de actividades de 360ºScenario OverviewIn today’s world of sales, there is often a great deal of collaboration and teamwork that needs to happen to close the deal. It is often referred to as “Team Selling”.This is especially important as boundaries have faded and companies are doing more business in multiple countries. And these global deals also tend to be the most lucrative deals.But in order to effectively compete for and win these complex deals, sales people and companies needs tools that let them take a more systematic and coordinated approach in the sale process.Let’s say you are an IT company that is trying to sell your products/services to a diversified real estate investment company. The real estate company has a wide variety of business interests (land acquisition, construction, financing, etc.) and has offices around the world. They want to make one central purchase but want buy-in from all their local offices. That in turn mandates local communication and local action while at the same time trying to have a holistic, coordinated sales process.Titan LinkAnd that is exactly what the new features in Titan enable.DetailsThe multi-language capabilities allow for local sales people to track interactions, view customer information and view reports in their native language. The currency capabilities allow them to easily track the global deal in their local currency as well as track local revenue opportunities (i.e. services) in there home currency.But with all that activity and interactions you need a way to track and analyze it. And that is exactly what Activity Manager and Report Wizard are aimed at. These tools are geared for business (sales) users who want to quickly and efficiently get relevant information.

32 Microsoft Dynamics CRM para Ventas: Gestión de relaciones complejasObjetivo: Gestionar las complejas relaciones del mundo real entre contactos, cuentas, clientes potenciales, zonas, etc...Ampliar fácilmente el sistema de ventas para reflejar relaciones complejas que existen entre la base de clientes y la organización de ventasDar soporte a canales y modelos de negocio complejosAnalizar relaciones entre múltiples objetos de datos para determinar oportunidades y tendencias emergentesPrincipales capacidades en Microsoft Dynamics CRM 4.0Soporte para relaciones de varios a varios complejasInformes completos para entidades personalizadas y entre varias entidadesVisibilidad y gestión de actividades de 360ºScenario OverviewMost people are aware that the “R” of “CRM” is for Relationship.And while CRM may be focused on tracking and managing relationships , many CRM vendorsstill have a hard time tracking and leveraging complex relationships.If fact, support for many-to-many relationships was something that Gartner called out as criticalfor enterprise caliber CRM and we are happy to say we have addressed it.Let’s say you are an institutional asset management company selling a wide variety of investment products (Pension plans, etc.) to businesses. As part of the sales process you have to interact with many financial advisors, tax experts, consultants and lawyers that often work with the companies to choose financial plans. Many lawyers may have relationships with many companies, many tax experts may have relationships with many financial advisors and many consultants may have many relationships with lawyers and tax experts. The key point is that there are a lot of relationships and that understanding, tracking and leverage those relationships is key to making the sale as well as uncovering new sales opportunitiesTitan LinkThat is what many-to-many relationships support in Titan is all about.Details:We actually had to make some changes in our data schema to support N:N so it was a substantial effort.And now with the improvements we made in our analytics capabilities you can now report on multiple and custom entities which will allow you to better report on and track the many relationships and the and revenue connected to them.

33 Principales capacidades en Microsoft Dynamics CRM 4.0Microsoft Dynamics CRM para Ventas: Experiencia coherente para ventas móvilesObjetivo: Ofrecer un entorno de ventas productivo para organizaciones de ventas basadas en la movilidadMantener las ventas sincronizadas en Outlook, preparadas para uso móvilAcceso total desde Outlook u otros clientesAnalizar datos de ventas con o sin conexiónPrincipales capacidades en Microsoft Dynamics CRM 4.0Sincronización continua en segundo plano con OutlookOpciones de clientes móviles: Outlook, explorador o dispositivos móvilesInformes y análisis sin conexiónOpciones flexibles para el enrutamiento y envío de correo electrónicoAcceso remoto total sin VPNScenario OverviewAccording to Gartner and other business publications, sales people on average spend over 25% of their time on the road and some sales people as much as 50 % to 75% of their time. Hence the term “Road Warrior”.And what Road Warriors need the most are tools to be productive while on the road and the ability to easily communicate with their prospects and customers seamlessly.Let’s say you have a pharmaceutical salesman that is on the road over 50% of the time. He spends over half of working hours in airplanes, cars, trains, hotels, going to and from meetings. When he is in the office he barely has time to get caught up on his work let alone try to remember all the tasks, s, and other follow-up details. And his boss and bosses constantly need updated sales pipeline and forecast information. They can’t wait for him to be back at the office or have network access. This is exactly the scenario that the below new features in Titan address.Titan LinkThe majority of the enhancements noted came from partner and customer requests and we are confident that they will be widely appreciated.DetailsThey are geared at addressing two main areas:Giving the sales user a richer offline experience since there is a lot of down time during travel. This is especially critical for reporting and outlook usage.The second area that is critical is the ability to keep the communication flow going. In essence the ability to send s from any where, anytime. Sales people don’t want to mess around with VPNs and other login processes when on the road. Whether it is online or offline, they just want to write the and entrust it goes out.

34 Momento sólido en VentasMicrosoft Dynamics CRM se ha hecho líder del mercado en el sector de la gestión de ventas, impulsado por su facilidad de uso para los profesionales de las ventas y por la flexibilidad de la plataforma subyacente de arquitectura orientada a servicios (SOA).Amazing amount of progress in just one year.Very unusual to move up so much in such a short-time period.Really one of three vendors in the leader area (SFDC, Siebel and MS CRM).Shows that MS CRM is starting to get due recognition and being viewed as one of the key players in the market.Source: Gartner Magic Quadrant for CRM Customer Service Contact Centers, [emphasis added]